"He that nothing questioneth, nothing learneth." Thomas Fuller

"Questions are never indiscreet. Answers sometimes are." Oscar Wilde

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FINDING OUT WHAT THE PATRON NEEDS

The process of finding out what the patron wants, what the patron's question really is and what kind of information the patron needs, is called 'the reference interview'. It involves the patron and librarian or library assistant in a joint effort to resolve a problem. The reference interview is a formal term for the mutual exchange of questioning and answering we all experience when we are working with a person who has come into the library.

The reference interview is an ongoing activity or process. The entire time we are working with a patron we are conducting the interview. As you provide some bit of information in answer to a question, the questioner may be able to revise the request, and you will find that you are now working on an inquiry that is different from the first question that was asked. As you talk to the person you are helping with a question, you are learning more and more about the problem and about the patron. It's your job to help meet the need even if the asker is not able to express it in 'library terms'. The reference interview is a tool you can use to help find out what that need is.

Each of you will have your own approach to patrons that seems to work best for you, remembering that each person we deal with needs to be treated individually. The basic aim of the interview is to get enough of the right kind of information to enable you to help patrons find exactly what they are looking for and to do this in a pleasant, courteous manner. It sounds simple enough, but as you all know, it is one of the hardest jobs you have to do as a librarian, as well as being one of the most important.

WHAT IS THE REAL QUESTION?

Our mission in the library is to help patrons find the information they need. People come to the library with a need for some kind of information they must have before they can go on with their project, or work, or even their train of thought.

Before we can help them, we need to find out exactly what it is that they really need. This can be the most difficult part of library work. Patrons come to us and ask questions, but the questions people ask often do not clearly express their real needs.

If you simply answer questions as asked, without delving any deeper, there's a risk of not meeting the real information needs.

The whole process of finding out what it is that patrons really need is called the reference interview.

PATRON'S FIRST QUESTIONS ARE REALLY JUST A WAY OF SAYING HELLO

Why is it that people seem to have trouble clearly expressing themselves?

The first question may really be just a way of opening the conversation. Patrons want to be sure you know they are there and that you are an approachable person who will be able to help them. Typical first questions are ones like:

• Can you help me?
• Do you work here?
• Can you answer a question?

What the patron is saying is really just, "Hello. I'm here. Are you listening to me?"

Sometimes those first questions sound like real questions! You may hear questions like:

• Where are the dog books?
• Can you tell me where the B volume of the encyclopedia is?
• Do you have books on the history of Russia?

The important thing to remember in this early part of the process is to make the patron feel that you really are listening and are willing to help, and to realize that you will need to probe some more to find out the real information need. We will be discussing more about how to do this later.

TRYING TO BE HELPFUL, PATRONS OFTEN PHRASE QUESTIONS IN A WAY THAT IS HARD TO ANSWER

People do not understand how libraries are organized. They tend to think, for example, that all the information on one topic will be in one place. As you know, that isn't true. Information on a state may be in the Almanac near your desk, the encyclopedia, books on travel, on geography, or in the history section. In order to help, you need to find out more specifically what the patron is really asking.

Because patrons don't understand the complexity of our arrangements, they often ask very general questions, and you need to probe to find out the specific question.

Often, too, patrons are trying to save you trouble. They think that if you can give them 'The Book' on their subject, they can look up their information themselves and save you the effort. So, they may tend to ask overly-broad questions, like, "Do you have a book on baseball?". What they may really want to know is who won the World Series in 1978 which you could find in the WORLD ALMANAC.

PATRONS' BACKGROUNDS MAY MAKE IT DIFFICULT FOR THEM TO PHRASE QUESTIONS IN A WAY WE ARE USED TO

Our patrons are as diverse as our society and we need to try to serve every individual who uses our libraries. Some people have a limited educational background, or may not speak English well, or may have a disability that makes it difficult for them to articulate their questions. We have to be especially sensitive in these cases in order to find out what we can do to help. Don't overlook the special problems of children, either; they have real information needs, but often don't yet know quite how to express them.

YOU SET THE STAGE FOR THE REFERENCE INTERVIEW BY SHOWING THE PATRON THAT YOU ARE APPROACHABLE AND FRIENDLY

How does a patron know that you are someone who might be willing to help answer a question?

• Smiling at patrons
• Trying to be at their same level (seated or standing)
• Making eye contact
• Giving a friendly greeting

These are all important ways of communicating to them that you are ready to help.

Giving people your full attention is always important. Make it clear that you are not being interrupted from another task. Put away your file or book. Look at the patron. Make attentive comments such as, "I see", "Yes", "Go on".

Speak in a relaxed tone of voice. Go with the patron instead of pointing. Do everything you can to make it clear that helping the patron is the most important thing you have to do.

ASKING OPEN QUESTIONS IS THE MOST EFFECTIVE WAY TO FIND OUT WHAT THE PATRON REALLY WANTS

When patrons ask general questions, you need to find out specifically what it is that they are looking for. The most efficient and effective way to do that is to begin by asking open questions. Those are questions that can't be answered by a "yes" or a "no". The basic point to remember is that you want patrons to tell you in their own words what it is they want. You want to avoid putting words in their mouths.

For example, if someone asks for information on the Civil War you might ask a question like, "Is there a particular aspect of the Civil War you are interested in?" rather than asking, "Is this for a school report?" or "Do you want books or magazines?" Suppose the person just wants to know how many people were killed? They may say "No" if you asked if it was for a school report, and they may have no idea at all if they need books or magazines. By asking leading questions like those, you can actually slow down the whole process of finding out what's wanted.

Some good phrases to use in finding out what people want are:

• What kind of information on_______________are you looking for?
• Would you tell me more about....
• Could you tell me what you're working on?
• Is there something specific about__________that you would like to know?
• What would you like to know about____________ ?
• Can you give me an example?
• When you say____________________ , what do you mean?
• Can you describe the kind of information you would like to find?

It's good practice to always begin your reference interview with open questions. Later in the process, you may need to nail down some specifics to be sure you understand.

You need to be sure you understand the question yourself. Clarify whenever you need to. You may need to ask questions like:

• Do you need a book you can take home, or can you use the books here?
• Is there a date after which you can no longer use this material?
• When you say you need recent information, do you have a time period in mind?

TRY NOT TO ASSUME YOU KNOW WHAT THE QUESTION IS BEFORE IT'S ASKED

Once you have worked with your patron and think you know what the real need is, there is one more step you need to do before beginning your actual search for information.

Verify that you and your patron are in agreement on what the question is. This is a very important step and can save you lots of time searching for something the patron didn't really want in the first place.

You verify by asking the patron if you have it right or by restating the question.

For example:

• You need to know how to train a guard dog to protect your home. Is that your specific question?
• What you want to find out is how to fix the broken drive belt on your Singer sewing machine. Is that your exact question?
• You need three articles written in the last five years about the population crisis. Do I have that right?

Sometimes, too, we think we know what the question is before the patron even finishes talking. The man with the greasy hands who asks about car books is obviously going to want a repair manual, right? The 12 year old who asks for a book on Wyoming is doing a school report, right? Maybe not. The man may be writing a novel and need to know the kind of cars popular in 1920, and the 12 year old may be taking a trip.

Try not to jump to conclusions. Listen to the patron all the way through before deciding what the question is and how you plan to answer it.

THE BASIC PIECES OF EVIDENCE

Once you have listened to your patron and done some probing, you should have gathered each of the pieces of evidence described on the following pages.

In most cases, you never have to ask for these clues directly. In fact, it's generally not a good idea to ask bluntly for example, "Why do you need this information?" The reason for care is that asking these questions outright often sounds offensive and nosy to the patron.

Open questions and appropriate clarifying questions should draw out the needed information without seeming to pry.

The following are pieces of evidence you should have after you have talked to the patron. Each one is important and having this information will help you provide what the patron really needs.

What is the question?

People may say they "want a book on animals". You need to probe further to find out what particular aspect they want. Use open questions and clarifying statements to help you uncover the specific need. Be sure to understand the question yourself. If you don't understand, ask the patron!

Why is the material needed?

This makes a big difference in the type of information that can be provided. Material for a term paper may be very different from material that's useful for someone giving a speech, or preparing to travel.

Who is the patron?

Is the person who is asking the medical question a nurse? If so, you need to consider a different type of information than you would for a school child doing a report. One word of caution here, though; try not to make assumptions about what you think the patron wants based on what the patron seems to be. For example, if a woman asks for car repair information, don't assume she needs something very easy. She might be an expert car mechanic. Be sure to ask what kind and level of material is wanted.

Type and amount

The patron may need the information in a particular form for it to be useful. Perhaps it would be easier to use in Spanish or Japanese. Perhaps the reading level should be easy, or maybe the person is an expert and needs advanced material. Does the patron need large print? A recording? Would one short article be enough, or does the person need extensive information?

When do they need the information?

One answer that doesn't help you much is "as soon as possible" -- everybody does. A better way to phrase the question is "what is the last day on which you can use the information?" or "what is your timeframe?". If someone is giving a speech, they may have a real and definite deadline to meet. Then find out why there is a deadline. Should you need to refer this question, the reason for the deadline is important to the people who will be working on the question. When you or another library must contact an outside group for help, they are often more responsive to rush requests if they know the reason.

Where has the patron already looked?

This can save you time, but remember that you may be able to use the library tools better than the patron, so sometimes you need to double check what they have done. Finding out where the patron has already looked for information can provide clues for the librarian working on the question, as well as assuring that we don't give the patron something he or she already has.

Where did the patron hear of this?

That can often give you good clues on places to search. It is hard to stress this enough, since it often makes all the difference in whether or not a question can be answered. If you are sending on a request for a book or article, for example, include where the patron heard of it, giving as complete a citation as possible. Some libraries will not even accept an interlibrary loan request without verification of the source.

No is never an answer.

Once you have determined the real information need, almost all of the answers your patrons need will be found in our library. There will be times, however, when you won't have the information needed. Then there are ways to get them the information, or steer them in a direction that they can find it. Some examples of this are Interlibrary Loan, or referring them to something online they can explore.

Anytime you are asked a question you can't answer, consider referring it or asking for help from a colleague. In our Ref Aides program, you will always be on the desk with other library staff or librarians. They are a resource for you and can assist you by suggesting other strategies, joining you in answering the question, or you may refer the question to them.

"It is better to know some of the questions than all of the answers." James Thurber

THE CLOSING INTERVIEW

After you have helped a patron, and feel you have answered the question, be sure to ask the patron, "Does that answer your question?"

You may think you have done a good job, but it's the patron who needs to be satisfied. A study recently found that asking that simple question increased the accuracy of the responses given in libraries from about 50% correct (not very good!), to over 80%. Study by Transform,Inc., Columbia, MD.

A closing interview can be especially important when patrons come in to pick up information that has been sent for them from another library (from your headquarters or reference center). Since you have not gathered the information yourself, you should try to read it over before the patron comes in to be sure you understand it. When at all possible, it is a good idea to check with the patrons when they come in to pick up information being held for them. This is especially important when it involves a question you have referred, and the answer has come to you from another place. You want to be sure that:

1. The patron understands the information provided. Be sure, for example, that if a book has been sent they know what part of it is relevant to their question.

2. Be sure that the information sent fills their need and answers their question. You will find that sometimes once they have been given information that answers the question as originally asked, what they really want is not quite the same thing. Or often, what is sent does not quite answer the question, or may be right, but may prompt further questions.

SOME GENERAL RULES FOR REFERENCE WORK